Problem and Incident Manager (MSP)

As a Problem and Incident Manager, your role will be instrumental in ensuring smooth service operations. You will be responsible for developing, implementing, enhancing, and continuously improving the organisation's Problem Management Framework. Your role will involve producing relevant training materials for new and existing staff members, ensuring they understand and adhere to the Problem Management process. You will coordinate with internal technology teams to log and manage problem tickets resulting from high severity or recurring incidents. Furthermore, you will manage the Problem Management process proactively identifying known errors, conducting Root Cause Analysis (RCA), creating resolution guides to eliminate recurring incidents. A significant part of your role will be delivering high-standard communication to key customer and internal business stakeholders.

What you'll do:

• Develop, implement, document, enhance and continually improve the organisation’s Problem Management Framework
• Produce appropriate and relevant training material and documentation to support the needs of new and existing staff
• Provide advice and guidance of the Problem Management processes to all staff to ensure compliance
• Coordinate with internal technology teams to log and manage Problem tickets as a result of high severity or recurring Incidents
• Manage the Problem Management process and proactively identify and maintain a database of known errors, Root cause analysis (RCA) and resolution guides to eliminate recurring incidents
• Deliver & manage a high standard of communication to key customer and internal business stakeholders

What you bring:

The ideal candidate for the Problem and Incident Manager position brings a wealth of experience in similar roles. With over 5 years' experience in this field, you have honed your skills in technology, people leadership & management. Your proven experience in ITSM process development, particularly with Incident and Problem Management, will be crucial in this role. You have extensive experience developing and sustaining constructive relationships with customers, internal stakeholders, suppliers, and industry representatives.

Your strong leadership skills enable you to work largely unsupervised and see tasks through to completion without regular follow-up. A demonstrated commitment to customer-service, continuous improvement, and ethical business practices is essential.

• 5+ year's experience in a similar role
• 2+ year's experience in technology, people leadership & management
• Proven experience in ITSM process development including extensive experience with Incident and Problem Management
• Extensive experience developing & sustaining constructive relationships with customers, internal stakeholders, suppliers, & industry representatives
• Strong leadership skills with the ability to work largely unsupervised
• Demonstrated commitment to customer-service, continuous improvement and ethical business practices
• ITIL v3 or ITIL v4 certification - bonus

What sets this company apart:

Our client is a leading managed services provider that truly values its employees. They offer a supportive and inclusive work environment where everyone's contributions are valued. They believe in continuous learning and provide ample opportunities for professional growth.

Their focus on innovation means you'll be working with cutting-edge technologies and solving exciting challenges every day. With a variety of client's and varied problem tickets, no two days in the job will be the same for you and you will constantly be challenged and exposed to learning opportunities.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Sam Jamshed on 02 8289 3159 for a confidential discussion.